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Hi All,
I ordered the HTC y cable and 3.5mm stereo adapter from Expansys over 2 weeks ago.
The y cable (according to their website was IN STOCK) and there was a 4 day wait for the 3.5mm adapter.
Well its been two weeks since then and this is the status of my order till it arrives at their store.
Y cable - ESTIMATED 11 DAYS
3.5mm ADAPTER - ESTIMATED 31 DAYS.
I called them up yesterday about this and they said that they have over 400 orders on the above and that HTC hasnt supplied them stock since Q4 of last year.
So why do they mislead their customers and say some items are in stock and some have only "4 days" till they get stock. Its been 2 damn weeks already and it may have to wait another month.
This is false advertising.
I will call them up later this week and see what is going on (they already have my money) before deciding whether or not I should speak to a consumer ombudsman.
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
i had a smiliar problem with my p4350 and treo 680 batteries. i ordered them and both were in stock after about 4 days but my online status said that it would take about 5 days more because of the treo 680 battery which was in stock when i ordered (they waited for the p4350 battery at the beginning).
after i complained via email (to expansys germany) they offered to ship the order seperately free of extra charge but i had to wait several more days for the treo 680 battery to be shipped.
then the status said both items were shipped and i got both of them the next day.
have to say i wanted to cancel order, suddenly it CAN be shipped. very strange shop.
but i got the 3,5mm adapter from doml.com much cheaper and after about 1 week (shipping to GER). so better order it there ...
ps: they also said that some items are in stock but from their us storehouse, and then it would take about a week to arrive there.
I had the same problem.... was 4 days when i ordered. been 2 weeks now, and the status is STILL 10 days.
there are others that are perhaps now better that wont be available until 15th Feb, at this rate they will arrive before the one I ordered weeks ago.
i have had similar problems with expansys, they promise what they cant deliver, i believe with deceptive and misleading conduct, knowing that they cannot possibly meet the demands with available supply.
the only saving grace i can find with them is that they dont take your money till they deliver the goods.
They told me that until both of my items are in stock, they won't ship, and they DON'T hold one item until the other comes in. I cancelled my order and went elsewhere...
bastards..... they think they can get away with anything...
Yep, been waiting for my items for about a month already.
me too
Order Placed: 1/3/2007 7:38 PM London UK Time
Customer:
Main Status: Awaiting Stock
Explanation: We are currently awaiting the stock required to fulfil your order.
Notes:
Remaining to be shipped: ORA HTC extUSB Stereo Headset Adaptor
Item Qty - 1
Ordered Qty - 1
Remaining Status - Usually Ships In 5 Days
my order status as of yesterday was 4 days for both items.
Checked today and it has increased to 10 days for both.
Based on the stats, they have 400 orders for the usb splitter and 3.5mm adapter, so if everyone pulls out they will lose around $20K.
Maybe we should email them and link them this thread.
I gave up on Expansys over a year ago. Their inventory system is nothing but a stack of BS. At one point I waited 3 months on an item, received the wrong item, had to argue for weeks that it really was wrong, and they still took 4 months to issue a credit.
It's a shame, because they used to be pretty good, but I suspect they just got too big to be customer friendly anymore
A friend of mine sent them an email concerning an Sony Ericsson phone because it was for sale on expansys but not on mobile planet (hes in the US) so they told him to order it off the expansys site and it'd take up to 14 days.. guess what, he never got it. This guys an idiot and never called or emailed to check it up so about a month later i called them for him and they said they will ship it in a week, never shipped so i called back and demanded a refund, btw they charged his credit card the 2nd day he put the order in.
They tried to give him store credit +50usd on expansys, not mobile planet instead of a refund. Thats some bull****, so i finally argued with them and threatened legal action blah blah and they refunded it.
Although right when the US expansys partnered with mobileplanet.com i ordered pocketpctechs screen protectors off them for my device and everything went smoothily, so i guess don't order things that are in high demand and maybe call them before making an order to make sure they have it in stock..?
my order status as of yesterday was 4 days for both items.
Checked today and it has increased to 10 days for both.
Based on the stats, they have 400 orders for the usb splitter and 3.5mm adapter, so if everyone pulls out they will lose around $20K.
Maybe we should email them and link them this thread.
Your not going to want to hear this but... HAVE PATIENTS!!!
I ordered mine on the 23rd Feb. It said 10 days. I checked it daily and the number of days went up and down like a yoyo.
Last wednesday it got as low as 4 days.
Thursday i checked again and it jumped up to 25 days, but with nothing else available i decided to wait.
Friday it said 13 days in the AM (i think)
Then Friday PM it said dispatched.
Sure enough it arrived Saturday morning...which was almost exactly the 10 days the site first said it would
I've since made an adapter out of mine... and so have a decent setup in my car!
(I just wonder if any of you that canceled your order helped me jump a place or two in the que speeding up my delivery?)
Expensive but im happy!
Mine finally arrived 2 days ago... it took a month from the time it was ordered to the time it arrived...
Oh Well... At least is does work.
Patience I will have if they correctly state the waiting times for their items.
If it says 4 days, people will most likely purchase hoping to receive it then.
They take your money and then hit you with a Month waiting list.
Now I do not know which country you guys are from, but in Australia that is illegal. the ACCC (Consumer Watchdog) should be notified about this as they are purposefully misleading the public.
Have you ever been to the Expansys dispatch/head office in Victoria? VERY unorganised, almost like a garage type setup. Every time I've had to deal with them I've had problems, they're a waste of time.
Mobileplant uses shady business practices
I have experienced everything described on this thread with Mobileplant. The worst thing is no one else is selling these HTC accessories. Where else can we go?
A few years ago they were expensive with great service. Now they are very expensive with lousy service, and use shady business practices. If I can get it anywhere else I do.
i ordered the ora 3.5mm adapter from expansys usa (mobileplanet), the one with the mic built in and hangup/answer button 2 days ago. it shipped yesterday.
Why not order your accessories through eBay. That's what I've done for years. It's much cheaper and most of the sellers run businesses so the shipping is quick.
Thats interesting... i have had great experiences with Expansys... i ordered my first 838Pro when they came out and it was on my door in 12 hours... but i havent ordered accessories as they are always hard to come by...
by law expansys cannot charge your CC until items have been shipped... if you want to part ship them they can split the order then charge what has been shipped to your CC...
so its been over 1 month since i placed my order on 12.02.2007 and i got nothing. I kept emailing them every day but they do not repond
i have order from expansys.de , payed though papypal but nothing
I contacted Asus via phone last week. We went through the basic steps, factory reset, blah blah blah. I was having issues with using the BT and Wifi at the same time. I got an RMA and shipped it out. Asus received it the next day according to Fedex. Several days go by with no status update on Asus website. So I email Gary a passive message asking for help. Couple days, no answer. Then I email Gary a message that was aggressive and basically told him I want a refund ASAP if Asus cannot provide compliant customer service. That same day I received an email (today) from someone asking for my Fedex tracking number. I answered and sent the number. 5 minutes later I was told they would be sending me a brand new Prime but they didn't have the grey in stock. I responded and said I don't care what color it is, I just want a working unit. I was told it would ship next Tuesday (Monday is Presidents day) Fedex overnight to me, but also it would be tested before sent out.
Pretty much to the point there. Anyway, I found a Prime at Office Depot today and bought it for the heck of it. Brought it home, updated it. Runs nice. Same old problem though. Soon as I turn on that bluetooth, my speed tests go from 31000kbps to 1100kbps. That's what, %90 loss there? So of course I'll be returning this one to Office Depot within a week. Oh well, live and learn with this.
For those that RMA the TF201 more recently (ie after the supposed extra parts for wifi/bt were in) what was the turn around time for repairs. They received my tab March 26th, had to wait the full 7 business days and got escalated as no update on April 4th. Since yesterday, April 5th it now says "repairing" and conveniently it says the tab was only received April 5th. So I was wondering; to get an average, after it says repairing how long should I wait before calling in to ask? How long did yours take? There is no estimated completion date in the system. I apologize if this was asked I did a search and could not find the information after the "we need more parts" issue. Thanks!
Mine has been at their facility for 16 days so far, just says "repairing" like yours. They took almost six days after delivery to even acknowledge receipt of my tablet. It's been at "repairing" ever since. I suspect they're just stalling for time, not actually doing anything with them at the moment. Customer support doesn't know anything and just tries to hurry you off the phone with some vague bs about "well maybe it has already been repaired" and the website taking "up to seven days to update." Even if that's the case, that just means they're sitting on a big pile of repaired Primes and not mailing them, because they're supposed to send you a tracking number.
Also, this probably should be in Q&A, not General, lol.
Mine took a week. 2 days to fix and 3 days to ship back to me
Mine took 30 days, good luck. Oh and my new one sucks too
gsmsosv said:
Mine has been at their facility for 16 days so far, just says "repairing" like yours. They took almost six days after delivery to even acknowledge receipt of my tablet. It's been at "repairing" ever since. I suspect they're just stalling for time, not actually doing anything with them at the moment. Customer support doesn't know anything and just tries to hurry you off the phone with some vague bs about "well maybe it has already been repaired" and the website taking "up to seven days to update." Even if that's the case, that just means they're sitting on a big pile of repaired Primes and not mailing them, because they're supposed to send you a tracking number.
Also, this probably should be in Q&A, not General, lol.
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From what I saw the Q&A is geared towards mods, fixes, etc. Not Asus repair issues. That's why I put it here.
2 weeks exactly from me shipping it, to it being returned to my door repaired...camera issue
Sent from my Transformer Prime TF201 using XDA
neo1738 said:
For those that RMA the TF201 more recently (ie after the supposed extra parts for wifi/bt were in) what was the turn around time for repairs. They received my tab March 26th, had to wait the full 7 business days and got escalated as no update on April 4th. Since yesterday, April 5th it now says "repairing" and conveniently it says the tab was only received April 5th. So I was wondering; to get an average, after it says repairing how long should I wait before calling in to ask? How long did yours take? There is no estimated completion date in the system. I apologize if this was asked I did a search and could not find the information after the "we need more parts" issue. Thanks!
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I sent mine on March 15. They did not acknowledge the receipt of the delivery till I escalated the complaint on March 23. They posted as "WAITEX" and nothing happened till I complained again on April 1. Then they decided to offer me the Buyback option on April 4. I returned all the accessories that came with the TFP to them on April 5. I am now waiting for the cheque to come, hopefully in 2-3 weeks.
seems to me like a week after they at least acknowledge receipt is a good place to start complaining. I'm just envisioning this taking as long as I let them.
Update: called today and they said they will send them a request to "expedite" my repair as the tab has been at their facility for 2 weeks now. I'll let you know when I have an update.
How did you manage to get that? When I asked why mine was still under "repair," the guy I talked to tried to push me off the phone and refused to respond to anything else I said.
gsmsosv said:
How did you manage to get that? When I asked why mine was still under "repair," the guy I talked to tried to push me off the phone and refused to respond to anything else I said.
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1) The device was at their facility for 9 business days. Over 2 full weeks since received (this is counting "Good Friday" as a holiday and not business day). I made special note to the CSR that even though RMA said they only received the unit on 04/05 it was misleading, and that was just the date they updated the system. I let the know in fact my device has been at the repair facility for over 2 weeks and I was just looking for an updated time frame on when it would be done. I offered the Fed Ex tracking # confirming what I had told them. (This seems to be key, they didn't ask for it before and I had to tell them I had it, they will go to fedex.com on their own and check your validity). They offered to expedite repair process for me.
2) Received shipping notification it's on it's way home! Bought the dock while she was gone so I'm excited to try that combo out. I'll let you know when I receive it but got a "standard fed ex" tracking #.
Update: Got it back, they changed the screen for me to get rid of the mura. Looks great! Actually there was a little play in the bezel area before but that is gone so the repair guys did a good job there. They also "helped" the bt wifi issue i now get 2Mbps dl instead of 300kbps while transferring a bt file. Overall I'm happy and it took 18 days from receipt till back in my hands, this was with Good Friday (assuming they don't count that as a business day) in between and 2 escalations to check the status. Long story short they actually repaired my device, I took tons of pics and videos before sending and while unpacking for nothing (honestly rather have it that way) and be prepared for a 3 week hit.
Sent from my new dock/tab combo...love it!
Hmm. I might be one of the lucky ones?
RMA# issued on 4/5/2012
Shipped via Fedex (paid by Asus) on 4/5/2012
First Delivery Attempt failed on 4/6/2012 (Business closed - Easter Friday)
Second Delivery Attempt failed on 4/9/2012 at 10 am (Business closed - Easter Monday).
Third Delivery Attempt successful on 4/9/2012 at 3:15 pm.. (I thought they were closed?)
RMA Status: Repairing - 4/10/2012-4/11/2012
RMA Status: Ready for Shipping - 4/12/2012 (today).
So it's been 1 week since I shipped it out, and I lost a few days cause of the Easter holiday. My problem was that my Prime wouldn't turn on unless it was connected to the AC charger - most likely a battery issue.
Hoping it ships out tomorrow, which means I should have it by Friday or Monday.
Edit: And it shipped out today (4/12/2012) and I have a Fedex shipping number. Standard Fedex shipping so probably wont get it till Monday.
neo1738 said:
Update: Got it back, they changed the screen for me to get rid of the mura. Looks great! Actually there was a little play in the bezel area before but that is gone so the repair guys did a good job there. They also "helped" the bt wifi issue i now get 2Mbps dl instead of 300kbps while transferring a bt file. Overall I'm happy and it took 18 days from receipt till back in my hands, this was with Good Friday (assuming they don't count that as a business day) in between and 2 escalations to check the status. Long story short they actually repaired my device, I took tons of pics and videos before sending and while unpacking for nothing (honestly rather have it that way) and be prepared for a 3 week hit.
Sent from my new dock/tab combo...love it!
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You're not in Europe, I think...
I'm waiting for a new screen for the same problem (mura effect).
I've sent mine exactly a month ago, RMA strarted 3/16, then they told me the screen was ordered 3/20, and I'm still waiting for it. Hope they will send mine back early..
Perhaps the time for turn around has to do with the issues the tablet is experiencing. Those who are sending it in for items other than the gps, bt, wifi seem to be getting their units back faster. It could be a parts issue or they could be trying to stretch out the repair process as they wait for whatever possible solutions Asus comes up with.
Mine wasn't in for the RF related issues, I sent it in because of a flash partition failure (or something). I just got emailed a Fedex tracking number. I can't wait to see what took them 23 days to replace.
I would definitely agree that the bt/wifi issues seem to make the repair take longer. I initially got the RMA for the screen knowing the bt/wifi could make it take longer. Then decided screw it, if it's going in I'm asking them to fix all the problems. They replaced screen as expected and 3 parts to the wifi module (sponge, wifi, something else) which did increase the wifi by 5x during bt transfer, but that 5x is still only 10% of max internet speed. I'll take 1.50-2Mbps over 300kbps at least I can now use bt headphones and watch youtube/netflix/etc.
To other screen guy I'm US.
RMA in WB5 state
today is my 3rd business day into RMA. Status has changed from repairing to "Waiting-[WB5] Wait for Repair\Test\Aging"
Does anyone have experience on how long does the tablet remain in this status generally?
Since I did not know what WB5 meant, I googled for all RMA waiting statuses from ASUS. Here is the list I found so far
Waiting-[WB1] Wait for Material/Spare Parts
Waiting-[WB2] Wait for Swap/Exchange
Waiting-[WB3] Wait for internal Advise
Waiting-[WB4] Wait for internal CB process
Waiting-[WB5] Wait for Repair\Test\Aging
Waiting-[WB7] Wait for Technical Support From ASUS
WB5 = Missing specialized components for repair
update on my tablet's RMA case (for replacing LSD screen having bright pixels):
Spoke to CSR today, and he informed me that since my tablet had gone from "repairing" status to a "WB5" status, it means that there are some specialized components that are missing, on which repair is pending.
He gave no estimate on by when can ASUS get all parts to complete repair, apart from usual 10-14 business days. In short was completely unhelpful.
Gosh, why did i send my precious tablet for RMA... never thought all the horror RMA stories will apply to my case... guess, i was wrong.
Regretting that I sent my tablet... miss it so much already.
^ I suggest that when they're ready to ship it out you ask them to ship it via overnight shipping.
I got my RMA-ed Prime back fairly quickly, but it was sent back to me via normal Fedex ground... I opened it and found a huge crack in the screen and a dent in the bezel. (Thread here: http://forum.xda-developers.com/showthread.php?t=1604835)
I'm thinking that less ppl ship overnight, so there's less chances of damage to your Prime during the shipping process.
Here's my story. Sorry it's long, but I'm hoping someone sees it who might be able to help
I got a Prime for Christmas, delivered on Dec. 24th. I fell in love with it almost immediately. Used it multiple times daily, both at work and at home. Sure, the GPS wasn't great, but I didn't care. And, I didn't have any of the Wi-Fi problems other had. I was feeling awesome about the thing, recommended it to all my friends, etc. Unfortunately, towards the end of January, the camera stopped working. I called Asus, and they were very friendly in walking me through the various things they wanted me to try, before giving me an RMA.
Although I admit I didn't ask for them to pay, I was disappointed that I had to pay myself to ship the tablet to the Texas repair facility. On Monday, February 6th, I bundled it up well, and sent it by priority mail (with insurance) for about $20. It arrived a few days later, and I started checking the status online. I watched is sit and sit and sit in "WB5-Waiting for Repair/Testing" status for two full weeks, with absolutely no change. At that point, I decided to get in touch with Asus, as that seemed kind of unreasonable. It did the trick - I filled out the contact form online, and the very next day they repaired it and shipped it back to me. I got it on March 1st.
I went back to the typical usage, and everything was great! Great, until March 17th, when the EXACT SAME problem occured - a non-functional camera, with the same symptoms as before. I immediately called Asus, got another RMA number, and asked them to pay for shipping this time (which they did). I was out of town at the time, but once I got back I took it to the local Fedex office, where they packaged it, attached my shipping label, and sent it off. It took almost a week for Fedex to get it from Seattle to Milpitas, CA, but then it arrived on the 4th of April (signed for by an "A. Vargas").
Since then, I've been unable to get any information on the RMA Status website. I've called three times, and each time I've been assured they do, in fact, have my tablet, and that the site should be updated within the next day or two. I've passed out of my RMA month-long window, but the people on the phone keep telling me that's okay, that they really do have it, and everything will be fine. I called again yesterday, and as per usual, they said "it'll be fine, check the website, and if it doesn't update in a few days call us back."
Is my tablet just missing? Do they think it's in TX instead of Milpitas? How is it even possible that it got delivered on the 4th and nothing's happened yet? At this point my prime has been either in transit or with Asus for more time than I've actually had it. PLEASE, can anyone help?
My tablet has been in their facility since 5 weeks ago. I have had two RMA numbers and neither have ever worked.
Sorry to hear about your troubles. This exact scenario is one of the (few) advantages that there is with buying Apple products. You have a problem with something, you can take it into the store and they usually will replace it for you right then in there if you are under warranty and what not. In addition, ASUS (along with most other manufacturers) will require that the consumer pay the shipping for sending in an RMA. Don't get me wrong, I hate Apple dearly but it can be frustrating dealing with these situations and having to be without something for an extended period of time.
Unfortunately I don't think there is much anyone is going to be able to do for you. The only suggestion I would have is getting in touch with Gary Key (via email... not PM). There seems to be a definite negative trend here as far as RMA turn around time goes with the Prime.
Yep, definitely frustrating. And the thing is, I still would totally recommend the Prime to anyone looking for a good, quick tablet - my wife has one, too (both BCOKAS), and hers has been perfect so far!
Agreed, frustrating to send it in and have them have it for over 2 weeks. when the device came out less than a few months ago..., they have had mine since the 13th, its in WB5 status right now, i will wait til next week until i give them a call or email gary to have it expedited...time is money right? i paid for a 64gb along with a dock 600+150+tax...
chinly43 said:
Here's my story. Sorry it's long, but I'm hoping someone sees it who might be able to help
I got a Prime for Christmas, delivered on Dec. 24th. I fell in love with it almost immediately. Used it multiple times daily, both at work and at home. Sure, the GPS wasn't great, but I didn't care. And, I didn't have any of the Wi-Fi problems other had. I was feeling awesome about the thing, recommended it to all my friends, etc. Unfortunately, towards the end of January, the camera stopped working. I called Asus, and they were very friendly in walking me through the various things they wanted me to try, before giving me an RMA.
Although I admit I didn't ask for them to pay, I was disappointed that I had to pay myself to ship the tablet to the Texas repair facility. On Monday, February 6th, I bundled it up well, and sent it by priority mail (with insurance) for about $20. It arrived a few days later, and I started checking the status online. I watched is sit and sit and sit in "WB5-Waiting for Repair/Testing" status for two full weeks, with absolutely no change. At that point, I decided to get in touch with Asus, as that seemed kind of unreasonable. It did the trick - I filled out the contact form online, and the very next day they repaired it and shipped it back to me. I got it on March 1st.
I went back to the typical usage, and everything was great! Great, until March 17th, when the EXACT SAME problem occured - a non-functional camera, with the same symptoms as before. I immediately called Asus, got another RMA number, and asked them to pay for shipping this time (which they did). I was out of town at the time, but once I got back I took it to the local Fedex office, where they packaged it, attached my shipping label, and sent it off. It took almost a week for Fedex to get it from Seattle to Milpitas, CA, but then it arrived on the 4th of April (signed for by an "A. Vargas").
Since then, I've been unable to get any information on the RMA Status website. I've called three times, and each time I've been assured they do, in fact, have my tablet, and that the site should be updated within the next day or two. I've passed out of my RMA month-long window, but the people on the phone keep telling me that's okay, that they really do have it, and everything will be fine. I called again yesterday, and as per usual, they said "it'll be fine, check the website, and if it doesn't update in a few days call us back."
Is my tablet just missing? Do they think it's in TX instead of Milpitas? How is it even possible that it got delivered on the 4th and nothing's happened yet? At this point my prime has been either in transit or with Asus for more time than I've actually had it. PLEASE, can anyone help?
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As always, PM Gary from one of his many sticky threads. He's a busy fella, but leave an email address, a link to this thread, and maybe a much shorter description, and he'll make sure something more than tier 3 support scripts are done about it.
Sent from my Transformer Prime TF201 using XDA Premium HD via my tethered HTC Vision
Vargas signed for mine too when I shipped my rma out last Monday and it arrived overnight on Tuesday. My rma status hasn't changed on the website one bit. Still says they haven't received it yet which clearly they have.
chugger93 said:
Vargas signed for mine too when I shipped my rma out last Monday and it arrived overnight on Tuesday. My rma status hasn't changed on the website one bit. Still says they haven't received it yet which clearly they have.
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How did yours get there overnight? Mine took over a week to get from Wisconsin to California. Did you pay for overnight. Asus paid for my shipping but is was on a slow FedEx bus, lol....
at this points why does anyone send it in for rma? go buy another one and take the bad one back if you still have the original box. the retailer isn't losing any money. asus deserves the return.
knives of ice said:
at this points why does anyone send it in for rma? go buy another one and take the bad one back if you still have the original box. the retailer isn't losing any money. asus deserves the return.
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because some people bought it when it first came out a couple of months ago, meaning no returns?
Mine is in WB5 too
Even my tablet is in WB5 waiting status as well... yes, it frustrating. The CSRs do not have any visibility into turnaround times, or any clue why it's in waiting state. Its a waste to call them.
smrsxn said:
Even my tablet is in WB5 waiting status as well... yes, it frustrating. The CSRs do not have any visibility into turnaround times, or any clue why it's in waiting state. Its a waste to call them.
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when did you send it in and when did they receive it?
my understanding is you have to give them 7 full business days after receipt before they will "escalate" the issue to have it updated. Then expect to wait another 1-2 business days for that to happen. If it is past say 10 business days get on the phone and tell them that you are no longer concerned with the updating website as much as why it's taking so long to repair. Tell them you would like them to expedite the repair as they have had your tab for x amount of days. Also make sure when you call you offer them the tracking # so they can look it up. None of the CSRs took me seriously and I had to offer this to them, then they took me seriously. The warehouse won't update as received until the day they start repairing the unit, so Asus CSR see's that as the date of receipt, which in fact could be 2 weeks later than they actually received it. Why they wouldn't ask "do you have a tracking #" is beyond me. They "escalated" the no update thing, 24 hrs later it was updated. 2 days later called to ask why mine was still in "repairing" with no update any my tab being with them for over 2 weeks and they "expedited" repair. 2 Days later it was "shipped" back to me. Hope it helps!
B-Mod said:
How did yours get there overnight? Mine took over a week to get from Wisconsin to California. Did you pay for overnight. Asus paid for my shipping but is was on a slow FedEx bus, lol....
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When I talked to ASUS I told them this was my 2nd RMA and the 1st one took 5 days to get it out to Cali. I told them I wanted overnight, as this was unacceptable. They complied and gave me the shipping label.
kwazytazz said:
because some people bought it when it first came out a couple of months ago, meaning no returns?
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Ya I bought mine back in Dec from BB...so I doubt they'd take it back
Milpitas vs. Grapevine - Camera repair
Chinly43....Wonder why we have two different repair locations for the same problem
wow.. your prime RMA for the camera defect was directed to Milpitas CA on 3/17.. My RMA for the same problem was directed to Grapevine TX on 3/23.. I just sent my prime in on 4/18..a few days ago, since I couldnt part with it.
It is now on its slow way via FedEx ground to Texas.. I am in San Francisco and shipping it to Milipitas would have made too much sense.. I could drive it there in a short while... Now I am worried that we have our repairs criss crossing the country trying to find a repair location..
RATS
sharkfinmoy said:
Chinly43....Wonder why we have two different repair locations for the same problem
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Mine went to Grapevine the first time. I was hopeful that sending it to Milpitas just meant they were going to replace it (rather than trying to fix it), and that it would be quicker. Clearly that's not the case.
And as for returns - mine was from Gamestop in December. I have their no questions asked, costs $70, two-year return guarantee or whatever. I actually called them first, and they didn't have any in stock, otherwise I might have done it. I still want to have this tablet, I just want a working one.
chinly43 said:
Mine went to Grapevine the first time. I was hopeful that sending it to Milpitas just meant they were going to replace it (rather than trying to fix it), and that it would be quicker. Clearly that's not the case.
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hope you get your prime back soon...I have just taken the first step by sending it out. Good luck to you.
kwazytazz said:
when did you send it in and when did they receive it?
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Click to collapse
The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
smrsxn said:
The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
Click to expand...
Click to collapse
Honestly having been there for today being the 5th business day. Even for ASUS I think you're asking much wait till 2 weeks passes say next Friday before bothering Gary. It is perfectly understandable for them to need 1 week to do a repair considering the volume I'm sure they're dealing with. 2 weeks, now their starting to test their luck and anything past THAT should be escalated to Gary or CSR. If everyone that had a week long RMA bothered Gary he would have 5x as many emails as he currently does.
smrsxn said:
The RMA center received my tablet on 04/13. it went into "repairing state the same day". But it has been in Ws5 state since sometime on 04/16.
Have mailed (/PM) Gary as well, No response. I am sure he has other more important things to take care of.
I have resigned to the fact that I need to wait for 2 weeks more before I can esclate this to ASUS.
Click to expand...
Click to collapse
same as me, RMA said it was received on 4/13 but fedex tracking said it was shipped to them on 4/12, its been in WB5 state ever since... ill wait til monday before calling in and maybe causing a ruckus lol
neo1738 said:
Honestly having been there for today being the 5th business day. Even for ASUS I think you're asking much wait till 2 weeks passes say next Friday before bothering Gary. It is perfectly understandable for them to need 1 week to do a repair considering the volume I'm sure they're dealing with. 2 weeks, now their starting to test their luck and anything past THAT should be escalated to Gary or CSR. If everyone that had a week long RMA bothered Gary he would have 5x as many emails as he currently does.
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Click to collapse
not sure if you are defending asus/gary by telling us not to email him lol but yeah wait 2 weeks? crazy I havent seen a RMA take more than a week... with any of my gadgets, computer parts and anything really...
Ive just spoke to someone from HTC and they have asked me to send in my device for repair because of blacklight bleed issues and battery issues, i was just wondering how anyone else got on? did yours come back better or worse?
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
beetmonger said:
My experience was dreadful. I was told first that the case would have to be escalated and that a tech would call me the next day. They never called. I called back 3 days later and got an RMA. They didn't pay for shipping. The repair department had the device for all of 4 hours and only flashed the firmware. No repairs attempted. Then HTC left the box on the loading dock and UPS never received it, so it took a week of calling and trying to escalate to supervisors to get them to track it down. I was repeatedly told someone would call me back but they never did. Absolutely horrific customer service.
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Click to collapse
I'm in the same boat. I've been in contact with them for over two weeks now since my completely stock N9 decided that it was no longer going to go past the boot screen before the screen goes scrambled and the speakers make a loud noise. I tried loading a fresh factory image but it didn't make a difference. First I was told 7-10 days for a call back in Canada. I called them after a few days so they transferred me to the escalation team. I told them I wanted the flush buttons fixed too while they have it. I was suppose to get an email in 24 hours with return instructions. The next day I got another email stating I would get a call back in 7-10 days from the escalation team followed by an email asking how their service was ironically. I had fun with that one... Anyways, Friday I called them again and was told this time that I would get the email in 24 ours with return instructions, but to ignore it because they would also email me a prepaid shipping label shortly afterwards to cover shipping for me. I did get the email with the return instructions but I'm still waiting on the prepaid shipping label. I know I'm suppose to cover shipping, but a supervisor there authorized covering shipping for me and said the would email me the label. Now it's Wednesday and I'm calling them back today to see where this label is. I'm also telling them that I want a replacement, no repair. Take the frigging thing back and send me a new one.
Spent almost two hours on the phone last night with HTC and was actually told by a rep that the escalation team did not want to talk to me. I went to the local Best buy where I got my N9 4 months ago and told them about my warranty service experience with HTC. The service manager told me he would give me a new Nexus 9 right now if I bought the premium insurance plan off of them. So I did, and I highly recommend it. It complete covers all damage for two years. I could kick this thing off the table right now and smash it and best buy will give me a new one. I will never dealm with HTC again. And I have to say, my old N9 was great until it crapped out but there is a noticeable build quality improvement. The beveled edges around the frame are nicer, the screen seems nicer, and the buttons are extremely tactile and protrude far more from the frame than my old one. I could thank them enough for making the exception and I have more peace of mind with their full protection plan.
My post to HTC USA on Facebook
I bought a Nexus 9 and Nexus 9 Keyboard Folio at the end of December. The Keyboard no longer works after about 10 times of use. I can't get the device to take a charge. I just got finished with an online chat from HTC help desk. The agent is trying to tell me there is no manufacturer warranty for a $130 tablet keyboard...This surely can't be possible? I have supported HTC with the purchase of 2x HTC One M8's recommended the device to countless others, bought a Nexus 9, Keyboard, AND the worthless Magic Cover. If this is true, there is NO manufacturer warranty on this keyboard HTC has lost a customer for life.
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Click to collapse
HTC has the WORST customer service. I will never buy one of their products again.
I love this tablet when using it, don't get me wrong, but I only got another one because I now have the peace of mind of the full protection plan with best buy. I got an email from some manager at HTC last night after I already got my new N9 from best buy with the extended warranty and I was pissed. I laid into the guy. They we really going to ask me to try flashing a fresh factory image after all the conversations I've had with them. It's was a known hardware defect, and I'm a frigging UAT tester on a software project. They've should have known I already tried this from the note 6 calls ago. I told him that I hope Google does not choose them as a hardware partner for future Nexus devices.
Just to add to this misery-fest, my over-heating problem resurfaced (of course, since they didn't replace it) so I called and requested a replacement. The rep said they couldn't but relented after I asked to speak to a supervisor. I was sent a shipping label and sent in the tablet a second time. Today I received the tablet and...it's the exact same one. Not replaced. I called HTC again to complain and they asked for me to verify the tracking number for their own label (!) because they had no record that I'd sent it to them. Again asked to speak to a supervisor and was again promised an exchange...if I send it back to them a third time.
At this point, it will be years before I get my tablet back, and even longer before I even think about buying anything from HTC again.
I even called Google at one point to to ask them what the hell they were going to do about the ****ty service their chosen hardware partner is providing. They transferred me to the ****ty hardware partner... Twice... After asking them not to. My take away from this experience is that I'm either going to always purchase a protection plan on a new expensive device, or I'm going to buy my future Nexus devices direct from Google Play so I can deal with Google for exchanges.
---------- Post added at 10:47 AM ---------- Previous post was at 10:46 AM ----------
Wow! lol I like how the forum auto blocks out the word ****ty! ****ty ****ty ****ty! lmao Made me smile this AM!
Mine was average, I spoke to someone on the live chat system and said that the device had terrible battery and light bleed 5 minutes later I get an email saying there going to pick it up next day, it took 5 days for HTC to get it ?
They had it for 7 days and sent it back saying there was nothing wrong with it ( the screen had been replaced and I believe the battery has too ) I think they may have given me the wrong but of paper.
Not bad customer service. Everything was easily tracked and only took around 2 weeks and I now have no light bleed. Battery still seems terrible but oh well
J
Sent from my Nexus 9 using XDA Free mobile app
After sending it back a third time, they've managed to lose it again. Each call gets more complicated and each CSR gets more confused. I'm starting to think it's cheaper for them to issue UPS labels and stall until the warranty expires than to actually replace the device.
Update: amazingly, UPS delivered a replacement device yesterday. I still can't believe it, but I hope never to have to deal with these jokers again.
This was exactly my issue. Every time I called was like the first time I called. I would reiterate the issues I was having and they would offer to troubleshoot every time! I'm like "Look at the flipping notes! We've already troubleshooted! It's a hardware problem I just need the thing replaced!" I don't think HTC's contact centers were prepared for how tech savvy the average Nexus owner actually is.
FrankBullitt said:
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
---------- Post added at 04:53 PM ---------- Previous post was at 04:49 PM ----------
Well, after google refusing to RMA my N9 with a defective screen (dark bar on screen showed up, just like it was a burn-in. Several similar reports have shown up on reddit already), I've spoken with HTC Portugal which then redirected me to their partner (repairing company) to whom I sent the device to a repair.
I got the info that the device was accepted under warranty (contrary to Google's position) for a screen repair. This was 30 days ago. Just today I called back to HTC because there is a legal limit of 30 days for repairs in Portugal and the HTC assistant was spectacular with the whole situation. They admitted promptly that the lack of parts for this device made it impossible to repair on the legal limit.
I am in fact waiting for a new device to be sent to me in a matter of a few days (or next couple of weeks): HTC appologised for the entire situation -which is not their fault anyway- and promptly answered my query by saying that they will provide me a new device and that they can not do it immediatly because they have to enquire where is there stock on the international HTC network to claim a N9 from, since there is nothing available here in Portugal.
I might have been lucky with the assistant, but this was a great costumer service and while I still don't have my device back, or a new one to replace it, the way the situation was handled was great from their side.
Click to expand...
Click to collapse
Well, after more than two months, dozens of calls, legal threats, a repair that even failed their own QC, I got my N9 back. Better yet: a new one. HT51EW (15th January 2015 build) from HTC.
Even better yet: I gave them my 32G WIFI and got a brand new 32GB LTE. :laugh:
The support from HTC was slow and I did get once a guy on the phone that was arrogant as **** and that led me to record the call (and tell him about that) so I could use it in the legal process I'm opening against them in the European Consumer Centre. They do not respect any legal obligation (deadline dates, for instance as the portuguese law requires for repairs of mobile goods) nor even have available a complaint book, which is also a legal obligation in Portugal and something taken quite seriously from our authorities.
However, most of the time I talked with a guy there that was absolutely straight forward and honest with me, explained me all the delays and why they were happening (out of stock on repair parts, out of stock in Portugal for replacements). Their repair centre is a different company that repairs for several brands (Regenersis) and they were very competent through all process. They were the ones that made a QC check when HTC sent the first unit about a week ago and they stopped the shipping and informed me that the unit had other issues and was not conformant with their standards, so I would be better waiting a few more days for a second replacement unit that passed their QC.
About the new unit:
The build is miles better than my old HT4AH, the buttons are good, absolutely no flex on the back (properly placed back cover) and the screen is 99% good. Only a bit of lightbleed on top, nothing really unbearable and much, MUCH better than my last one.
It still gets hot as hell as I'm downloding (installing right now) the OTA to the 5.1.1 (came with 5.0.1, donwloaded and installed 5.0.2 without issues).
Probably later today, at home, I'm gonna flash preview 2 of M to check how it behaves.